Customer news

Customer news

Annual Report to Customers 2016-17 launched

Our Annual Report to Customers 2016-17 has been published detailing how we performed against our key targets.

The report highlights significant improvements across a number of important area, with satisfaction with the service customers receive when they call us jumping from 75% to 85%. Similarly, satisfaction with how we tackle anti-social behaviour has increased to 83% from 65% and satisfaction with rent as value for money increased to 83%.
But while these increased, overall satisfaction with our services fell from 86.8% in 2015-16 to 83.6% last year. The report sets out the measures we’re taking to increase this so we achieve our target of 90% in 2019.

Introducing the report, Kim Massey, Independent Chairman of the Customer Assembly, said: “Over the last 12 months Merlin has seen performance either improve or remain stable in more than two thirds of the measures included in the report.

“Customers have been heavily involved in some important work to achieve this – like the development of a new Repairs Policy and Asset Management Strategy designed to increase efficiency and customer satisfaction and the work done to look at complaints satisfaction, which has now led to the join work being carried out into 2017-18 on a new complaints procedure. In the areas where performance hasn’t improved, plans have been made for the coming year.”

Download a copy of the Annual Report to customers 2016-17 [pdf] 1MB

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